Automated assistant with integrated human support for questions about Tax Reform: the FonteIA case
FonteIA has set up a friendly assistant to answer questions about official Tax Reform data, with automatic transfer to human support when necessary.
Purpose and outcome: Efficient automated customer service that securely answers inquiries and performs intelligent handoffs to human support, enhancing user experience and management of complex cases.
How FonteIA structured this operation on WhatsApp.
FonteIA provides official sources of the Tax Reform for artificial intelligence systems, offering access to publications and an API for data integration, with a focus on the security and integrity of responses. Automate customer support to answer questions about the Tax Reform in a friendly, consultative tone, ensuring human support for complex or unsatisfactory situations.
The assistant automatically answers users' questions by interpreting images, audio, and links sent via WhatsApp. When a user requests human support, expresses dissatisfaction, asks for a special negotiation, or poses questions that require internal review, the conversation is escalated to human support through a ticketing system with email notifications and a summary sent.
The strategy of Human support applied to the company's objective.
See how challenge, setup, and features connect to transform conversations into a customer service, sales, marketing, or support operation.
Ensure safe and reliable answers on complex Tax Reform topics while maintaining user satisfaction and providing human support when needed without losing responsiveness. Implement a virtual assistant with capabilities to interpret media and detailed rules for automatic escalation to human support via tickets, including notifications and summary delivery for follow-up.
How the flow of Human support works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team fit into the journey.
Next steps for this operation.
Importance of clear rules for escalation to human support
Friendly tone value for user engagement
Benefit of media interpretation to enrich customer service
Efficiency in ticket management improves the customer experience
Evaluate adding new integrations to expand data sources and enhance the assistant with additional features based on user feedback.
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